ABOUT THE ROLE
The Vice President, Workforce Management (WFM) Transformation is a global leadership role responsible for driving the strategic transformation, modernization, and continuous improvement of SSG’s Workforce Management organization across APAC, North America and LATAM.
This role will lead the development and execution of a global WFM transformation strategy that enables SSG to operate with greater predictability, efficiency, scalability, agility and data-driven decision-making.
The VP will partner closely with senior leaders across Operations, Finance, Technology, HR/Talent Acquisition, Client Services and other corporate functions to transform how SSG forecasts demand, plans capacity, manages staffing, optimizes schedules, measures productivity, and responds to changing business requirements.
The ideal candidate is a strategic transformation leader with deep expertise in Workforce Management, contact center operations, analytics, technology, and organizational change, with the ability to translate complex operational challenges into scalable global solutions
KEY RESPONSIBILITIES
1. Global WFM Transformation Strategy
- Develop and execute SSG’s global Workforce Management transformation roadmap across APAC, North America, and LATAM.
- Establish a future-state WFM operating model aligned with SSG’s global growth and operational strategy.
- Identify opportunities to improve forecasting accuracy, capacity planning, scheduling, staffing optimization, productivity, and service-level performance.
- Standardize WFM methodologies, processes, governance, and performance standards while allowing for regional requirements and market differences.
- Lead transformation initiatives that improve operational efficiency, employee experience, client outcomes, and financial performance.
- Continuously assess emerging WFM practices, technologies, AI capabilities, and automation opportunities.
2. Technology & Digital Transformation
- Lead the modernization of SSG’s WFM technology ecosystem and transformation roadmap.
- Evaluate and implement next-generation WFM platforms, analytics solutions, automation, AI, and workforce optimization technologies.
- Partner with Technology/IT teams to define business requirements, evaluate solutions, and oversee implementation.
- Drive integration of WFM systems with relevant CRM, HRIS, payroll, scheduling, reporting, and operational platforms.
- Establish data and technology standards that enable a consistent global view of workforce performance.
- Identify opportunities to leverage AI and predictive analytics to enhance forecasting, staffing decisions, scheduling, and real-time workforce management.
3. Forecasting, Capacity Planning & Optimization
- Establish global standards for demand forecasting, capacity planning, staffing models, and scenario planning.
- Develop sophisticated forecasting and modeling approaches that account for historical trends, seasonality, attrition, productivity, shrinkage, client requirements, and business growth.
- Introduce predictive and scenario-based planning to proactively identify workforce risks and opportunities.
- Partner with Finance and Operations to align workforce plans with business forecasts, budgets, and financial objectives.
- Improve visibility into capacity, staffing gaps, excess capacity, and future workforce requirements.
4. Global Governance & Operating Model
- Establish a global WFM governance framework with clear ownership, accountability, KPIs, and decision rights.
- Define global WFM policies, standards, processes, and operating principles.
- Create consistent performance measurement across regions while accounting for market and client-specific requirements.
- Establish governance forums and executive reporting mechanisms to ensure transparency and alignment.
- Drive continuous improvement and operational discipline across regional WFM organizations.
5. Executive & Cross-Functional Leadership
- Serve as the global subject matter expert and strategic advisor on Workforce Management transformation.
- Partner with Regional Presidents, Operations VPs, Client Services, Finance, HR, Technology, and other executive stakeholders.
- Translate business strategy and client requirements into scalable workforce strategies.
- Present transformation roadmaps, business cases, risks, and performance insights to executive leadership.
- Build strong relationships with key clients and internal stakeholders when WFM transformation impacts client operations or contractual commitments.
- Influence leaders across multiple regions without relying solely on direct reporting relationships.
6. AI, Automation & Continuous Improvement
- Establish a global roadmap for AI-enabled Workforce Management.
- Identify repetitive, manual, and high-volume WFM activities that can be automated.
- Leverage data, machine learning, and predictive analytics to improve forecasting and workforce decisions.
- Drive experimentation and adoption of emerging technologies while maintaining appropriate governance and operational controls.
- Establish measurable ROI and success criteria for transformation initiatives.
- Foster a culture of innovation, continuous improvement, and data-driven decision-making.
7. Change Management & Organizational Development
- Lead organizational change associated with new WFM technologies, processes, structures, and operating models.
- Develop transformation communication, training, and adoption strategies.
- Build organizational capability through coaching, knowledge sharing, and development of WFM leaders.
- Assess current-state capabilities and identify future skills required for a digitally enabled WFM organization.
- Champion change across diverse cultures, regions, and operating environments.
Leadership Scope
The VP will operate across three major geographic regions: APAC | North America | LATAM
The role requires the ability to lead through a combination of direct leadership, matrix leadership, influence, and executive stakeholder management across multiple countries, cultures, time zones, clients, and operating models.
The position may oversee or provide strategic direction to regional WFM leaders, transformation teams, analysts, technology partners, and other workforce management functions.
QUALITIFICATIONS
Required
- Bachelor’s degree in Business, Operations, Analytics, Human Resources, Engineering, Information Technology, or a related field.
- 12+ years of progressive experience in Workforce Management, Business Transformation, or related disciplines.
- Significant leadership experience managing WFM transformation across multiple regions, business units, or countries.
- Deep understanding of contact center/BPO Workforce Management principles and practices.
- Strong experience in forecasting, capacity planning, scheduling, staffing optimization, and workforce analytics.
- Demonstrated experience leading large-scale transformation programs.
- Strong understanding of WFM technology platforms, analytics, automation, and emerging AI capabilities.
- Proven ability to operate effectively at an executive level and influence senior stakeholders.
- Experience working in a global, multi-region organization.
- Strong financial and business acumen with the ability to develop and articulate transformation business cases and ROI.
- Exceptional communication, presentation, analytical, and problem-solving skills.
WORK ARRANGEMENT:
- Hybrid Work Arrangement
- This is a global leadership position supporting SSG operations across APAC, North America, and LATAM.
- The role will follow US business hours to ensure effective collaboration with North American leadership and global stakeholders, while maintaining strong engagement with regional teams across APAC and LATAM.
- The position requires flexibility to participate in occasional meetings outside standard working hours based on business requirements, executive meetings, client engagements, or major transformation initiatives.
About Support Services Group (SSG)
Support Services Group (SSG) is a global business process outsourcing organization supporting clients across multiple industries and regions worldwide. We are looking for a highly analytical and technically skilled Business Intelligence Analyst to support our global operations through data-driven insights, reporting, and dashboard development.
This is an exciting opportunity to work with diverse stakeholders across multiple regions while leveraging modern business intelligence tools and data integration technologies to drive strategic decision-making.
Perks & Benefits
- Hybrid Work Setup
- Opportunity to support multiple global regions and international business units
- Work with a diverse and collaborative global team
- Exposure to enterprise-level reporting and analytics initiatives
- Career growth opportunities within a multinational organization
- Technology-driven and data-focused environment
- Competitive compensation package
- Health and wellness benefits
- Paid time off and company-recognized holidays
- Ongoing learning and professional development opportunities
